The Enhanced BIR’s eComplaint System

 

The Bureau of Internal Revenue (BIR), is a government agency whose primary function is to collect taxes. These taxes are considered revenues to fund the much needed basic services towards the country’s progress.  However, in the course of this functions lies the necessity to satisfy the needs and wants of our stakeholders, “the Taxpayers”.  With the continuing quest for service excellence lies the simple truth of a never-ending plight towards Good Governance and Client Satisfaction.  Thus, our Stakeholder’s complaints and concerns is an important information reflecting our stakeholder’s sound; and is a primary measure of client satisfaction.  As a service entity, we are task to enlighten our taxpayers on specific issues and concerns which may be substantial for both the taxpayers and the BIR.   An Effective and Efficient response to these complaint/concern is an essential index of the agency’s performance. Thus, a complaint system becomes a critical key success factor in today’s business environment.  

In 2010, the BIR developed a complaint system, serving as an avenue to cater all types of complaints/concerns, which in turn are being sent to the concerned offices for resolution. Email facilities and Short Messaging System or SMS were provided to complement the system. Though, the old system served its purpose, re-engineering for its utilization and capabilities is much required.   

The rebirth of the BIR’s eComplaint System has finally been set for operations.  The enhanced eComplaint system is made simpler, easy to access and user-friendly.  The system handles complaints by mainly logging into the BIR’s website and tapping the eServices wherein you shall find the eComplaint System. Within the eComplaint System are sub-components which sets the criteria on specific types of complaints or concerns, namely: 

  1. eComplaint Home – the homepage describes the system’s background and the set criteria including its processes for the utilization of the sub-systems;
  2. eComplaint NO-OR - are complaints for the non-issuance of official receipts/invoices and matters relative to the issuance of receipts, such as but not limited to the issuance of Authority to Print Receipts and Cash Register Machines/Point-of-Sales machines; 
  3. eComplaint DISIPLINA -  are complaints and concerns relative to erring BIR personnel; 
         Code of Conduct – a detailed compilation pertaining to the present laws and regulations enforced and must be adopted by all BIR personnel; 
  4. eComplaint R.A.T.E. –pertains to complaints related to Tax Evasion and/or Tax Avoidance; 
  5. eComplaint OTHERS – are complaints specifically provided for other tax-related matters not within the context of the other sub-system; and 
  6. eComplaint FAQs – are compilations of “frequently ask questions”, lifted from the complaints raised thru system. 

The six (6) sub-systems were classified and assigned accordingly, which shall automatically be received and monitored by the concerned process owners for prompt action and response.  Each sub-system have their own complaint-form that requires mandatory fields, such as the name of the complainant and his/her email address.  

Such enhancement in process delineates the process of disintegrating complaints for endorsement to the respective process owners.  This simply mean faster and accurate response to appease clients.  In effect, it contributes in building the BIR’s image towards efficiency in service.   In addition, it creates the ability to minimize client dissatisfaction and on the other hand it can encourage them to participate in controlling the quality of the service provided by this bureau. We consider complaints as an opportunity for improvement, and we understand the link between complaint resolution and client’s loyalty and work hard to act immediately on problems that can be easily resolved.  Such that, the enhanced BIR’s eComplaint System aims to develop a Service-Oriented framework for e-Complaint Web-based, targeting perfection in all of the BIR’s service functions.